Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Title: Senior Director, Customer Success
Department & Team: Customer Success & Services – CSM North America
Summary:
TheΒ goal ofΒ thisΒ Senior Director, Customer Success roleΒ is to lead a team of Customer Success Managers (CSMs) focusing onβ―the growth and retentionβ―of Genesysβ customers. Your goal is to coach, develop, manage and enable the Customer Success Managers in support of their responsibilities.
Key Responsibilities:
The Senior Director leads and works with their team of CSMs as they advocate and champion their customersβ journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes.
The Senior Director works closely with leaders from other Genesys functions to ensure a One Genesys approach to customer success.
In this role, the primary responsibilities will include (but are not limited to):
Lead your team as they manage a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executiveβ―oversight,β―as necessary
Lead your team in identifying and managing client renewal and retention opportunities for additional revenue and growth through upselling and cross-selling
Coach your team to apply βempathy in actionβ, to understand customersβ business value drivers, success criteria, and KPIs in order to develop and execute Customer Success Plans (actionable blueprints by which Genesys and customers can achieve mutual success)
Support your team in helping customers achieve their business outcomes by consuming and adopting relevant Genesysβ products, services, and best practices
Conduct a regular talent review cadence withβ―your team toβ―ensureβ―ongoing developmentβ―andβ―progress toward agreed-upon career goals and objectives
Enableβ―your team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities such as Customer Advisory Board, Customer Roundtable, etc
Coach your team to apply proactive risk management for customer sentiment, and to turn a risk or potential risk into an opportunity to delight, retain and grow customers
Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions in key points of the customer journey.
Minimum Requirements:
5+ yearsββ―experience in a SaaS CSM people managementβ―role, managing teams of 10+Β
8+ years’ experience in relationship development and management working with executives and decision makers in complex customer environments
Experience leading Customer Success teams with ARR of 100mm+
Substantial experience working as a Customer Success Manager in a fast growing SaaS company
Bachelorβs or advanced degree in technology- or business-related field
Familiarity with CX (industry and technology) toβ―leadβ―a consultative approach
Fostering an environment of teamwork and collaboration
Ability to thrive in a dynamic environment
Excellent interpersonal, presentation skills β both written and verbal
Ability toβ―consistentlyβ―maintain aβ―positiveβ―and resilientβ―attitude
Leadershipβ―profileβ―that unifies, influences,β―andβ―motivatesβ―cross-functionalβ―teams in anβ―empathicβ―manner
Experience in identifyingβ―opportunities to expand the reach of the Genesys CX portfolio within the customer journey
Proficientβ―withβ―productivity tools including PowerPoint/Excel/Word,β―CRM toolsβ―such asβ―Salesforce and Gainsight, and on-line communities and social media platforms
Travelβ―>30%β―
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidateβs experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$165,600.00 – $307,600.00
Benefits:
Medical, Dental, and Vision Insurance.Β
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
More details about our company benefits can be found at the following link:Β https://mygenesysbenefits.com
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. VisitΒ www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,Β marital status, domestic partner status,Β national origin, genetics, disability,Β military andΒ veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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Genesys is hiring a remote Senior Director, Customer Success from πΊπΈ USA
This is a Full Time role.
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